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Measurements are a way of communicating what is important to the organization. Your measurement framework should facilitate an environment of learning and dialogue -- not of control and compliance. Unfortunately, leaders of customer support organizations do not have a standard framework for reporting on what they measure. If anything, we measure too much, and much of what we measure isn't actionable. So, what should we measure and why? More significantly, what should we do with what we learn from the measures we have? To address this problem, a group of volunteers lead by Klever created an open standard for customer support called the Open Customer Metrics Framework (OCMF). Come to this interactive panel and learn more about the standard, as well as how to address the two biggest challenges for leaders as they move to this new standard.
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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